Complaints

This profile includes complaints for Verizon Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Verizon Communications

  140 West Street New York, NY 10007-2141

  
• 

  Verizon Communications

  1300 I Street, NW, Suite 400W Washington, DC 20005

• 

  Verizon Communications

  PO Box 388 Troy, NY 12181

• 

  Verizon Communications

  P O Box 1100 Albany, NY 12250

• 

  Verizon Communications

  PO Box 92833 Rochester, NY 14692

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint about not being able to get Verizon ************* I urgently need to contact someone who is high up in the Verizon Corporate world. I have been asking for Verizon Fios Services for 2 years. My work operation depends on my WIFI service and I have had nothing but problems with Xfinity who are my only choice. Their service is detrimental to my business and there is nothing they or I can do to change it, aside from moving. I moved across the country during the pandemic. At the moment I am stuck right where I am. Today, I was sent a map of Verizon Fios services and Verizon fios is SO close to me. Literally on the border of where I live and the next town over where fios is. Realistically, I need to know 1) if you are coming here, to my address ever or 2) if you are not allowed to, due to whatever monopoly of boundaries Xfinity has set up. If not, I really do need to move. 3) Can you please tell me if getting Fios to my address within the next few months is at all an option? I do not know if the cables are above or underground. I would imagine that would make a big difference in my ability to get it. 4) I would be willing to solicit as many people as required to commit to changing over to your service if that would help bring it a few miles over to us. Is this an option? Thank you for your time and attention to this matter. Regardless of the outcome, I will be certain to maintain this as being a resolved issue, as long as the questions are answered in a matter-of-fact manner.

  

  Business Response

  Date: 06/23/2023

  We communicated to the customer regarding her inquiry.  She is satisfied with our answer and has no further concerns regarding the inquiry.  They advised their concerns and questions have been resolved and answered.

  Sr. Analyst - Verizon

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Verizon FiOS service because of terrible customer service when trying to adjust my plan. I returned my TV equipment on 4/27 and my Internet equipment on 5/2. I am now receiving a bill for charges in May for services I did not receive. I refuse to pay these as I was not a customer and thought my obligation to any Verizon services was over. Once again when using your customer service they were unable to help or have correct information. I demand a billing adjustment and closure of my account at $0.00.
  
  ***** of Residential Billing Support for FiOS Internet was very unhelpful in chat online and was not listening to my requests to remove charges for services I did not use. Saying I would be billed two more times. After about 10 minutes of asking for a supervisors name i was given the name "*****"

  

  Business Response

  Date: 06/09/2023

  ** ******** ******
  
  
  
  ******** ** *****
  
  
  
  **** *** ****
  
  
  
  
  
  *** ***** ********
  
  *** ******* ****** *****
  
  ***** ** *****
  
  ********** **********
  
  ****** *** ********
  
  ********* **** *** ****
  
  
  
  
  
  Dear BBB,
  
  
  
  
  
  Thank you for referring the complaint of ***** ******** to our office for review. We appreciate this matter being brought to our attention. ***** ******** expressed concerns about FIOS billing issues.
  
  
  
  Please be advised, we communicated with *** ******** on 06/09/23 and reviewed his account. In doing so, we have credited *** ********'s FIOS account for time without service. He is satisfied with the resolution.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations
  
  

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that my services should be around hundred and some change a month the first bill was almost two hundred dollars i called to inquire about the bill in aug of ****************************************************************************************************************** two after because my bill came in at two hundred and forty dollars it was supposed to be adjusted but my bill keep coming at two hundred and forty and to this present day im still questioning why am I paying so much when my bill supposed to be discounted and cheaper because of the *** program... they never didn't what they told me in still haven't to this day

  

  Business Response

  Date: 07/03/2023

  Hello BBB,
  
  Thank you for referring the complaint of ***************** to our office for review. We appreciate this matter being brought to our attention. ***************** expressed concern about her monthly bill and plan.
  
  According to our records, we confirmed with ***************** on June 30, 2023 that they are on the correct plan. I explained to customer that all the necessary credits have been applied to her balance and that her plan is correct going forward. We also confirmed she has all the proper discounts being applied to her account and no additional credits are needed. 
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ***************** has experienced as a result of the above matter.
  
  Thank You

• Initial Complaint

  Date:06/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being continously charged via auto pay from my personal bank account. Service was set to end on 4.26.2023 as I was moving and they don't provide service in my new area. However in mid may $114 was stole via auto pay. Many calls later, cobberated by my screen shots, smaller multiple refunds were approved. However never go them. Last rep did do a reverse charge which enables a credit to occur almost immediately. Yet here we are, and another text was sent for $114 due June 14th.

  

  Business Response

  Date: 06/05/2023

  Dear Better Business Bureau,
  
  
  
  
  
  Thank you for referring the complaint of ****** ******* to our office for review.  We appreciate this matter being brought to our attention.  ****** ******* expressed concern regarding the account ending in ********. He states he is being charged for automatic payments for services after the account was disconnected.
  
  
  
  Please be advised, Executive Relations reviewed the account ending in ********. On June 5, 2023, Executive Relations agreed to waive the balance on the account to ensure no additional payments are billed to ****** *******'s bank account. Our office spoke with the customer on June 5, 2023 and provided this resolution. ****** ******* expressed his satisfaction. We consdier this matter resolved.
  
  
  
  We trust that this information will assist you in the closing of this complaint.
  
  
  
  
  
  Sincerely,
  
  
  
  Verizon Executive Relations

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the service provided by Verizon. Despite being assured that my ACP was in order, I was recently informed via email that I was not eligible for the ACP discount due to a misspelling of my last name on their website. I was contacted by a representative who promised to resolve the issue, but it has not been resolved as of yet. This has caused inconvenience and frustration for me.
  
  This company doesn’t have any word
  They lie over and over to me for months
  To make your statement more professional, you can rephrase it as follows:
  
  "It is evident from the current stock market trends that there has been a decline in the value of Verizon's stocks, with the value currently at $35. In contrast, ********'s stocks have a value of $137, indicating a positive trend for the company. This suggests that Verizon may be experiencing a decline in its market position."
  
  Keep treating the customers like that and I bet this company will be a dinosaur
  that nobody will ever remember
  Dinosaurs belong to the past not the present
  
  It is company cut my service or sent me into collection for all this nonsense and damage
  I will sue Verizon with the Federal Trade Commission
  
  No more comments
  Keep treating me like a nobody and you have my word that I will sue I’m not bluffing

  

  Business Response

  Date: 06/16/2023

  We have spoken to the customer and have advised that we are working this concern.

  We are closing this report and leaving the original report open, as we have told the complainant that we have now received a fifth concern for the same issue that is currently being addressed and resolved. We have advised the customer/complainant. Agency #'s prior that was submitted for the same issue are ******** ******** *******. Anything further will be deleted. 

  Sr. Analyst. - Verizon

   

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a payment arrangement to pay my past due balance of $81.04 on a particular date. When it came time to pay I utilized an alternative payment method which unfortunately since it was my first time using that method it did not properly execute. I reached out to Verizon and was told by their representative Cedric that the payment would be reversed and my money would be refunded back to my account in 3 business days. Taking into account there was a Memorial Day holiday I allowed extra days. Upon reaching out to Verizon representative on today 5-31-23 whose name was *** he reviewed the account and I was advised that the reversal was denied because it would put my account in further jeopardy. At no time in the original call was this ever discussed or disclosed. I was advised by the original representative Cedric that the payment would be reversed and the account would be put on hold. Until the call made today 5-31-23 I'm waiting on the refund of my money back to my account only to find out that was not going to happen. These people are liars. I do not work for Verizon and do not know what their systems are capable or not capable of. The bill was going to be paid but alternatively. Unfortunately I had to wait until the money was reversed to pay an alternative way, but of course that never happened.

  

  Business Response

  Date: 05/31/2023

  Dear BBB, 
  
  Thank you for contacting Verizon’s Office of Executive Relations regarding ********* ********s complaint.  In her/his complaint, received on 05/31/2023, the customer was concerned with a previous payment transaction. 
  
  Upon further review, we’ve determined the customer’s concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward Henrietta Sanders's complaint to the appropriate Verizon Team.
  
  ******      ************************************
  ********  ** ** *** **
                 ******* **  **********
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  
  ******
  
  Verizon Executive Relations

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account over the phone because there was no other way to do so. Verizon didn't complete the closure and keeps trying to bill me for services I did not use. I wasn't even living at the address. ******** confirmed their mistake several times, but i keep getting ******************.

  

  Business Response

  Date: 05/24/2023

  *** *** ****
  
  
  
  ****** ******** ****** ** **********
  **** ***************************** ******** ** ***** ***
  ********* ** *****
  
  
  
  ***  ************ *********************
         ********* ******* ********
  
  
  Dear *** ************************* you for contacting Verizons ****** of ********* Relations regarding ************************* compliant.  In her/his complaint, received on May 23, 2023. ********************* express concerns in regarding continued billing on a account that was requested to be closed.
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Fios team.  Per BBB guidelines, please forward ************************* complaint to the appropriate Verizon Team.
  
  Should you have any questions regarding this correspondence, I can be reached at ******************************.  My office hours are 8:00 AM - 5:00 PM ET, Monday - Friday.  Thank you. 
  
  Sincerely,
  ***********;
  ********* Relations Analyst

  Customer Answer

  Date: 05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Im unclear what next steps are and Im still being billed.
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 06/01/2023

  We spoke to the customer regarding their inquiry.  Customer is satisfied with our resolution, and has no further concerns.

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm they corrected the error. I did express disappointment in their internal procedures, threatening to send an erroneous bill to collects, and hope that they can correct the malicious behavior. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My verizon landline fios line has apparently been hacked. Two different credit card companies have said that it is being used to get codes to reset my online access. I am not getting the codes. Somehow the line has been compromised. I have repeatedly called Verizon and am transferred around and around and never get to anyone who can/will help. Absurd.

  

  Business Response

  Date: 06/12/2023

  Dear BBB 

  I called the customer to advise that he would need to initiate the concern with his credit card company and advise of the security safeguards VZ has in place to prevent customers accounts from being compromised. 

  Sincerely, 

  Verizon ERT 

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  The response does not address the concern.  Two independent companies advised that the Verizon line was used to obtain authentication.  Their systems let me know it was happening (via Text) and I stopped the hacker from accessing the accounts.  Verizon does not address that fact.  

  I thank the BBB for getting a response from Verizon --that was more than I was able to do without the BBB help.

   

  
  

  
  
  
  Sincerely,
  
  
  
  ****** **********
  
  
  
  
  
  
  
  
  
   
  

  

  Business Response

  Date: 06/21/2023

  Dear BBB 

  Please be advised that customer has not responded with requested number he is reporting that he receives prompts to verify or authenticate information with so that we can have our internal departments research. If there is a specific number that they are receiving these request from please provide to Verizon customer care. This is our final resolution. 

  Thank you 

  Verizon ERT 

• Initial Complaint

  Date:05/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DSL not working for months very spotting and slow. Since Mid-March goes in and out. They said they fixed worked for a few weeks, now itnis worse than before. Say it is a central office issue and will be raolved. Since 5/13/23 I am on open ticket number 3 with no results. They don't update me as they are suppose to. They don't seem to care that I call constantly to tell them it's not working. Ifnitnis working we can only use 1 device at a time because we aren't getting the high speed internet we are paying for and they said they fixed that too. Our internet goes out at least once a day if not more. I want the issue fixed and a credit for the inconvenience of no internet.Attached is the list I started on 5/13/23 to document outage. Unfortunately I didn't **** every day we called them. But, shows a great picture.

  

  Business Response

  Date: 06/06/2023

  We were able to reach out to the customer and speak with them regarding their concerns. All available steps were taken to alleviate services issues. The line is testing good and all numbers are passing. We have unfortunately reached "best efforts" to where we cannot assist further in making the *** service faster or accommodate the usage inside the home. We have applied a $50 credit to the account as a courtesy for the troubles the customer has faced while we repaired the issue with the line. We thank you for your time.

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Unfortunately the issue is not resolved completely and won't be according to the response I received which is slightly different the one you received.  I don't feel a $50 credit for months of issues is  reasonable.  I pay $70 a month for their service have been reporting this issue for over a year.

  I have attached ****** response to me above.  I do havr an entire email chain.

  Thank.you for your assistance 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **************************
  
  
  
  
   
  

  

  Business Response

  Date: 06/07/2023

  Final Business Decision - FBD - The following response represents Verizons full investigation and resolution of the ****************** dispute. Please be advised that *********************** has been notified that Verizon's position is final and, absent additional facts, no further action will be taken. All available repairs were made to the *** at the central office as well as equipment replaced in the customer's home. Testing is coming back good and speeds are in line with what the *** should be. We have advised **************** that we cannot assist further as there is no Verizon error. We recommended Verizon Wireless cellular service, if available, or another provider should the *** not be meeting her needs as we understand internet access is important. **************** advises she is not able to stream on her TV with the ***. We advised that *** is unfortunately not able to adequately support bandwidth-heavy activities such as streaming, or use of multiple devices in the home. We have applied a one-time $50 credit to the account for the intermittent service issues she has experienced thus far. Verizon credits for continued outages of 24 hours or more. ******************** repair history does not indicate outages of that nature where any further credit is warranted. [Verizon stands by the previous response and no additional credits are due. If additional credits are issued for this matter, they will be reversed.] Accordingly, Verizon requests that the Better Business Bureau take this into consideration when reviewing future complaints from *********************** on this matter.

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Verizon Fios,
  
  I am writing to request a favor regarding my account number *************. I recently discovered a paid-after charge-off account on my record, and I wanted to see if there is any way to remove it from my account. I have been a loyal and valued customer of Verizon Fios for many years, and I would appreciate any help you can offer.
  
  I understand that there may be specific procedures and requirements that need to be met to have this charge-off account removed, and I am willing to do whatever it takes to make this happen. If any paperwork or documentation needs to be provided, please let me know, and I will be happy to provide it.
  
  Thank you for your time and consideration, and I look forward to hearing back from you soon.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/09/2023

  Dear Better Business Bureau,
  Thank you for referring the complaint of ***** ******* to our office for review. We appreciate this matter being brought to
  our attention. ***** ******* expressed concern regarding the account ending in ********. ***** ******* has requested a
  credit deletion for the written off account as a courtesy.
  Please be advised, Executive Relations submitted the request to the credit deletion team. The credit deletion has advised since
  there is no Verizon error, we are unable to remove remark. Executive Relations provided this information to ***** *******
  on June 9, 2023. We consider this matter closed.
  We trust that this information will assist you in the closing of this complaint.
  Sincerely,
  Verizon Executive Relations